Help Center Redesign Project

Why Do a Redesign?

• Current self-service rate averages 92% and homepage bounce rate averages 36.5%. We want to increase self-serve and lower bounce rates to improve user engagement.

• We’ve had small changes in look and functionality since 2009.

• Moving to Salesforce presents the opportunity for a refresh.

• Key focus areas for improvement:• Brand: Keep the help site current with main UI• Homepage: Easy to self-select where you want to go• Landing pages: Easy to browse categories and combine FAQs & Tutorials • Search: Prominent view and easy to search globally or within search results• Contact Us: Click to call feature and make it easy to submit cases

Old Homepage in RightNow – Pain Points

Search box not highly visible .

Documentation and Most Popular

Answers carry through on all

pages. However, they receive low

click rates (Google Analytics).

Unclear Navigation: FAQs & Tutorials contain the same categories but direct you to separate landing pages.

Unclear Call to Action: Shows FAQs, Tutorials, and Contact Support. Makes it hard to self-select.

Too much text overall!

New Homepage in Salesforce

Improvements!

Prominent search box placed across the top.

Clearer Call to Action: Focuses on specific product areas to allow users to easily self-select where to go.

Target the Getting Started manual on the homepage for new visitors.

Old Category Landing Pages in RightNow – Pain Points

The navigation flow from Home to Answers & FAQs/Tutorials created an extra and unnecessary landing page.

Navigation:

• You scrolled through the initial landing page to pick a category.

• Once a category is selected it opens to another landing page of all articles assigned to it.

Old Category Landing Pages - FAQ vs Tutorial Experience

Both the Answers & FAQs and Tutorials pages displayed similar categories. The only difference was the article type.

Navigation:

Pain Point: This directed users to different areas to look for content around the same category. It made the navigation confusing.

New Category Landing Pages in Salesforce

Improvements!

Tutorials and FAQs now live on the same category landing pages (e.g. all Create FAQs and Tutorials housed on one page).

NOTE: Phase 2 will categorize these landing pages for faster and easier browsing.

Old Search in RightNow – Pain Points

The search bar was not highly visible, and it could be confusing as to which area you are searching:

• If you did a search from the homepage, then you were searching globally across articles.• If you did a search from the Answers & FAQs or Tutorials, you were searching only articles

associated with those categories and pages.

New Help Center – Search in Salesforce

Improvements!

• Doing an initial search from the homepage opens the results. This keeps the search bar in view with the results so you can refine your search.

• As you move from page to page, the search bar moves to the header so you can do global searching.

Old Contact Form in RightNow – Pain Points

Single Category Dropdown: We could not create separate dropdowns for the Category section: one for the main category and one for the sub category. Everything lived in one dropdown.

PLATINUM Pin Experience: Logged in Platinum customers would see the phone number and their pin number. We could not pass through the pin number to the support team, so we would have to ask the customer to repeat it.

New Help Center – Contact Us Form in Salesforce

Improvements!

Double Dropdown for Category: Users can now select and define their issue by using two dropdowns

Click to Call for PLATINUM: Logged in Platinum users will see an option to receive an email or a phone call for support.

Future improvements and ideas:

• Contextual clues – e.g. add prompts into the Additional Details box.

• Smarter forms where selecting a specific category presents a different version of the form. Those incidents are then routed into specific queues.

New Help Center – Footer

• Users can choose a specific language version of the help center from the footer.

• Direct links take users to our policy pages.

• BBB logo visible